Customer Support Team Lead

About us

WINT Water Intelligence is dedicated to helping businesses reduce their environmental footprint by preventing the hazards, costs, waste, and environmental impact associated with water leaks and waste. Utilizing the power of artificial intelligence and IoT technology, WINT provides a solution for commercial facilities, construction sites and industrial manufacturers looking to cut water waste, reduce carbon emissions and eliminate the impact of water-leak disasters. WINT has been recognized by Fast Company and CB Insights as one of the world’s most innovative AI companies and has won multiple awards including “Next Big things in Tech” and Insurance Times’ claims prevention technology award.

Job Brief

We’re seeking a dynamic and experienced Customer Support Team Lead to join our team. This mid-level leadership role is critical in ensuring the success of our customer support activities and maintaining the health of customer assets. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and a passion for sustainability and technology.

The customer support team provides 24/7 support (all platforms: phone, mail, etc.). The team handles internal and external requests, and escalates issues as required.

Key Responsibilities

• Manage the day-to-day team operations.
• Act as a backup for Tier-1 support staff.
• Directly lead a team of 8-9 customer service personnel.
• Improve overall team performance.
• Develop and implement training programs to continuously improve representatives' knowledge and skills.
• Act as escalation point.
• Collaborate with other teams to improve the overall service.
• Train and mentor team members.
• Conduct periodic reviews and evaluations of team members.

Required Skills and Experience

• Bachelor’s Degree
• 3-5 years of experience in leading customer-facing support or other operational teams – MUST
• Background in a call center - big advantage
• Experience in start-up, B2B SaaS environment - big advantage
• Superb writing and communication skills in English
• Experience in leading remote employees
• Experience with ticketing systems such as Salesforce, Zendesk, etc.
• Able to work flexible hours (evenings and weekends) if necessary (rarely)
• Tech-savvy, problem-solving approach to challenges
• Customer-focused with a strong sense of urgency